Planning and Pre-installation
Product License Coverage
Genesys has over 100 product licenses, not all of which can be measured and tracked by LRM. LRM focuses primarily on the most common licenses that are used in production systems. Laboratory and demonstration system licenses are not tracked.
The Product License Coverage table lists the licenses that are measured and tracked in License Reporting Manager 8.1.
|
Product category |
Product |
Releases |
Measurement |
Condition/Limitation |
|---|---|---|---|---|
| Base platform | Genesys CIM Platform-MS | 7.6+ | Concurrent and Enabled Seats | |
| Base platform | Genesys CIM Platform-SS | 7.6+ | Concurrent and Enabled Seats | |
| Base platform | HA-CIM | 7.6+ | Concurrent and Enabled Seats | |
| Desktops and Gplus Adapters | Computer-telephony integration (CTI) | 7.6+ | Concurrent and Enabled Seats | Restricted to existing customers |
| Desktops and Gplus Adapters | Genesys Agent Desktop | 7.6.3+ | Concurrent and Enabled Seats | |
| Desktops and Gplus Adapters | Genesys Supervisor Desktop | 7.6.3+ | Concurrent and Enabled Seats | |
| Desktops and Gplus Adapters | Interaction Workspace | 8.1+ | Concurrent and Enabled Seats | |
| Multi-channel | Genesys E-Mail | 7.6+ | Concurrent and Enabled Seats | |
| Multi-Channel | Genesys Social Media | 7.6+ | Concurrent and Enabled Seats | |
| Multi-channel | Genesys Web Media | 7.6+ | Concurrent and Enabled Seats | |
| Multi-channel | SIP Voicemail | 8.1 | Concurrent and Enabled Seats | |
| Multi-channel | Third-party work items | 7.6+ | Concurrent and Enabled Seats | |
| Outbound Contact | Genesys Outbound Contact - MS | 7.6+ | Concurrent and Enabled Seats | |
| Reporting | Genesys Info Mart | 7.6+ | Concurrent and Enabled Seats | |
| Reporting | Genesys Interactive Insights (GI2) | 7.6+ | Concurrent and Enabled Seats | |
| Routing | Agent Connector | 7.6+ | Concurrent and Enabled Seats | |
| Routing | Genesys Inbound Voice | 7.6+ | Concurrent and Enabled Seats | |
| Routing | Genesys Network Voice | 7.6+ | Concurrent and Enabled Seats | |
| Routing | IVR Connector | 7.6+ | Concurrent and Enabled Seats | |
| Routing | SIP Server | 7.6+ | Concurrent and Enabled Seats | |
| Routing | Skills Based Routing | 7.6+ | Concurrent and Enabled Seats | Restricted to existing customers |
| Voice Portal | Call Qualification Parking | 8.1.6+ | Concurrent ports | |
| Voice Portal | GVP ASR Ports | 8.1.5+ | Concurrent ports | |
| Voice Portal | GVP TTS Ports | 8.1.5+ | Concurrent ports | |
| Voice Portal | GVP Ports | 8.1.6+ | Concurrent ports | |
| Workforce Management | Genesys Workforce Management | 7.6+ | Concurrent and Enabled Seats | |
| Workforce Management | QM - Call Recording | 8.1+ | Concurrent and Enabled Seats |
Platform Support
The Platforms Supported by LRM table lists the operating systems, databases, and virtualization that are supported by LRM in this release.
|
Platform category |
Platform |
Versions |
|---|---|---|
| OS | Red Hat Linux |
|
| OS | Windows | 2008 64-bit |
| Database | MS SQL Server | 2008 |
| Database | Oracle |
|
| Database | PostgreSQL | 9.0 |
| Virtualization | VMware | ESX 3.5 |
LRM Installation Prerequisites
- Customer Interaction Management 8.x or Management Framework 8.x
- Genesys Interaction Concentrator 8.x
- Genesys Voice Platform Reporting Server 8.1.5 or later
- Sun Java Runtime Environment (JRE) 6.0 Update 19 or later
Product Measurement Prerequisites
Products that are measured must be of release 7.6 or later, with the following exceptions:
- Genesys Administrator Extension 8.1.0 or later
- Genesys Agent Desktop 7.6.3 or later
- Genesys Supervisor Desktop 7.6.3 or later
- Genesys Voice Platform (GVP) 8.1.5 or later
- Interaction Workspace 8.1 or later
Prerequisites to Collect Data
In order for LRM to calculate statistics it is important that certain Interaction Concentrator and Interaction Workspace options be set correctly.
callconcentrator Section
- [role]—This option specifies the type of data that the Interaction Concentrator instance processes and stores in the Interaction Concentrator database.
It is preferable not to combine the lrm role with any other in the same instance of ICON. If necessary, you can combine the lrm and cfg roles, but do not combine the lrm role with any other than cfg.
For Interaction Concentrator release 8.1 and later, the ICON instance can be configured to store your LRM-specific data. You must set the role option to lrm.
See the Interaction Concentrator 8.1 Deployment Guide for more information about using ICON for License Reporting Data. - [use-dss-monitor]—This option must be used with LRM for the usage data gap processing. Set this option to 1 to populate the G_DSS_GLS_PROVIDER and G_DSS_GOS_PROVIDER tables with Interaction Concentrator release 8.0.000.25 or later.
See the Interaction Concentrator 8.1 Deployment Guide for more information on the use-dss-monitor option. - [dss-no-data-tout]— This option must be used with LRM for the usage data gap processing. Set this option to the preferred value. This option enables you to set the time interval after which Interaction Concentrator provides the NoData indication in the G_DSS_GLS_PROVIDER and G_DSS_GOS_PROVIDER tables. The NoData indication enables you to distinguish cases in which there was no data from those in which a connection problem prevented the data from being properly recorded.
See the Interaction Concentrator 8.1 Deployment Guide for the default and valid values for the dss-no-data-tout option.
filter-data Section
Make sure that the gls data options are set to their default values (equal to 0).
- [gls-all]
- [gls-ivr]
- [gls-no-person]
- [gls-queue]
See the Interaction Concentrator 8.1 Deployment Guide for the full description of the filter-data options.
interaction-workspace Section
- [license.lrm-enabled]—This option must be added and set to true to enable Interaction Workspace to support LRM. This feature might not work if Interaction Workspace is customized. Changes take effect after you restart Interaction Workspace.
Prerequisites to Include Purchased Usage Quantities
In order for LRM to include purchased usage quantities for tenants, in addition to the actual usage quantities that already are provided, it is important that Genesys Administrator Extension (GAX) is configured correctly.
The purchased usage quantities for tenants must be configured in the License Usage Reporting interface of Genesys Administrator Extension (GAX) release 8.1 and later. See the Genesys Administrator Extension 8.1 Help for more information about specifying provisioned counts.